A Service Design Approach for Online Learning Service Development
Routti, Kati (2018)
Yrkeshögskolan Novia
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018120720502
https://urn.fi/URN:NBN:fi:amk-2018120720502
Tiivistelmä
Pedagogy today demands the use of digital tools, and they are widely used in higher education. Students have to adapt to new ways to learn and take a more active role towards independent studies. Online learning services support independent learning and collaboration particularly well.
Skhole offers an online learning platform for healthcare education and continuous studies. The aim of this thesis was to gather customer insights about the Skhole online learning service, to create development ideas and to design a concept for an improved service. The study was focused on users in universities of applied sciences.
The thesis has a service design approach: qualitative research and service design methods were used during the process. The methodology of this study includes interviews and service design methods such as stakeholder mapping, business model canvas, service blueprint, value proposition design, personas and user journey maps. Mind mapping, SWOT analysis, benchmarking, observations to insights, user groups definition also belong to the methods used in this study. Preliminary concepts were created, evaluated and combined into a final prototype.
Skhole offers an online learning platform for healthcare education and continuous studies. The aim of this thesis was to gather customer insights about the Skhole online learning service, to create development ideas and to design a concept for an improved service. The study was focused on users in universities of applied sciences.
The thesis has a service design approach: qualitative research and service design methods were used during the process. The methodology of this study includes interviews and service design methods such as stakeholder mapping, business model canvas, service blueprint, value proposition design, personas and user journey maps. Mind mapping, SWOT analysis, benchmarking, observations to insights, user groups definition also belong to the methods used in this study. Preliminary concepts were created, evaluated and combined into a final prototype.